It depends on how you are defining Time Reporting If you are talking about straight forward tracking of hours worked per week, vacation and sick time usage and accrual, etc, then the answer is no. Such a module could be done, but would have to be built from scratch.
If you are talking about tracking time spent working tickets, changes, and
other requests, then the answer is an emphatic yes. The Remedy ITSM apps
have sections for tracking time spent working individual tickets based on
assignment. These can then be linked back to SLA targets to ensure
compliance is met, and if not, appropriate action is taken based on
workflow. You can then run reports off these records to show actual costs
in personnel resources your tickets are using, which then helps justify
moving more mundane, routine issues to the 1st or 2nd level Help Desk's
sphere of influence.
Clarity does have the capacity to do both of the above, but I also found
these database to be very clunky to work with. Clarity does have modules
available to push completed Incidents/Help Desk Cases into its system to
track time spent. The problem is that this module is very limited in its
capability, and did not handle reassignments when calculating time. So you
could tell that a ticket took two hours to complete, but were unable to
delve deep enough to see that the Network Operations Center (NOC) spent 90
minutes working on the problem, and Network Engineering spent another 30
minutes. This type of reporting would lead to problems, such as: Did your
Remedy group really spent 4 hours working a problem on a Remedy User
client? Or did the Help Desk assign the ticket to the wrong group and let
it sit there for 3 hours and 55 minutes until someone reassigned it to the
correct group who resolve the problem in 5 minutes?
I hope this answers your question.
(Embedded image moved to file: pic03430.gif)Countrywide
James Van Sickle
Remedy Developer II
Enterprise Service Management
972-696-5779 Office 1000 Coit Road
92-540-5779 Mail Stop: PCRD-2-19
Internal Plano, TX 75075
Kathy Morris
<[EMAIL PROTECTED]
OL.COM> To
Sent by: "Action [email protected]
Request System cc
discussion
list(ARSList)" Subject
<[EMAIL PROTECTED] Re: [ARSLIST] Remedy: Time
ORG> Reporting Module
07/09/2008 04:07
PM
Please respond to
[EMAIL PROTECTED]
RG
**
Does this mean that Remedy does not have a Time Reporting Module. To my
knowledge, I never heard of Remedy offering this - I wanted to confirm
this.
-----Original Message-----
From: Gary Opela (Corporate) <[EMAIL PROTECTED]>
To: Kathy Morris <[EMAIL PROTECTED]>
Sent: Wed, 9 Jul 2008 2:03 pm
Subject: RE: Remedy: Time Reporting Module
Eek, I’ve used clarity before….
Out of the box, our DBAs had to spend a week fixing their sloppy database
designs. Also, it took way too much computing power, but was still
extremely slow.
We never did manage to implement anything other than a basic timesheet.
This was at a previous job. We’re working on one now, but it is several
months out. It’s an in-house one that we use currently.
Good luck searching.
Thanks,
Gary Opela, Jr., RSP
Remedy Engineer
Leader Communications, Inc.
http://www.5pointleader.com
http://www.lcibest.com
Best Product, Best People, Best PriceTM
An ISO 9001:2000 Certified, CMMI® Level 3 Rated Company
From: Action Request System discussion list(ARSList) [
mailto:[EMAIL PROTECTED] On Behalf Of Kathy Morris
Sent: Wednesday, July 09, 2008 3:54 PM
To: [email protected]
Subject: Remedy: Time Reporting Module
** Hello All,
Does Remedy have a time reporting module? We are looking at Clarity
for20possible time reporting, Does Remedy offer this?
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